O2 took money out my bank they where not supposed to and I could not afford

[Anonymous]

Hay guys I'm new here but been with O2 for years but I payed of my refresh contract a month ago and took out a new one and I payed it off early so a few weeks later I got a bill in for £217.75 and being that no way could I afford this as the money that was in my bank was for a bill and a planed shopping trip so I called up to find out that it was a mistake and they had billed me to end of my contract but was not supposed to so the lady kindly sorted it for me..... But what actually happens was I waited at a shop from 3 am On the morning of Black Friday to get a tv for my kid and I got one and went to the checkout only to have my card declined..... I was soooo embarrassed so I left without my bargain shop and proceded to go onto online banking to find that my account was empty as O2 had took all that was left after me phoning weeks Pryor to say this is not right and u canot take this or I'm in financial trouble so called them after it hapend to ding the girl never canceled it they refunded it but going to take 7 to 10 days so I wanted to complain but they said I can only do that by email so done so and nothing so called back up and guy was very helpful and offered me £10 but he understood why I declined his offer so he escalated it to manager call back and said I would get one within 4 hours but I have now been waiting over 30 hours so I am now seriously angry...... What can I do. Many thanks

[Anonymous]

It was made b4 and when I declined it the guy escalated and I was supposed to get a manager call back but I have not received one... I also sent an email to the complaints department asking for contact details to discuss my issue but that takes about 5 days to get back to u I am told

[gemz4the1]

I don't like the O2 complaints department for that reason - you can't call to speak to them.  You have to write to them and when they get a chance they get back to you.  Last time I complained I had to do a further complaint to them as I hadn't received a response from them.

A good customer service team should have a contact number for customers.

[viridis]

They do, it's 202 and select "anything else"
The complaints email which get branded around here so much should be used as a last resort but nowadays seems to be first port of call for the slightest of annoyance.
They are the complaints review service and if they don't have an open complaint in the first place to review, the process is going to take much longer.

[Anonymous]

Manager is going to call me back within 24 hours they have just told me so here's hoping

[gemz4the1]

Everytime I've called O2 CS regarding a complaint they tell me that the complaints team cannot be contacted by telephone (unless they call you).

[jonsie]

---

@gemz4the1 wrote:

I don't like the O2 complaints department for that reason - you can't call to speak to them.  You have to write to them and when they get a chance they get back to you.  Last time I complained I had to do a further complaint to them as I hadn't received a response from them.

A good customer service team should have a contact number for customers.

---

You can speak to them. Anyone wanting the number PM me.

[Anonymous]

I also have a number for the Higher Level Complaints Team (they report to Ronan Dunne CEO o2 uk).

If you have made a "complaint" previously (not a call to customer services) and have had no joy send me a PM.

[Anonymous]

What is the point of having a "Higher Level Complaints Team" if complainants don't know how to contact them?  I really despair at the "head in the sand" approach that that so many companies now adopt towards Customer Service.

[Anonymous]

Hi @Anonymous

Sorry can't answer that. When I complained to Ronan Dunne via email it was the HLC who dealt with it and they reported back to Dunne.

[jonsie]

Writing to the CEO automatically gets your issue passed to the high level complaints team. Always include a contact number....